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FAQs

Here we feature all the answers you need to shop at Toys Online. You'll also find links below for Returns, our Privacy Policy and our Terms and Conditions in the appropiate answers to your questions. If you need any further help, please call us on 1300 629 035.

Frequently Asked Questions

How much is delivery?

We offer flat rate delivery of $8.95 for all orders for all orders that weigh less than 5kg throughout Australia. Orders over 5kg will be charged on the basis of where they are being shipped. Our warehouse is in Tullamarine, Victoria.

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How can I pay for my purchase?

We offer secure payment using a credit card or Paypal. You can also use direct deposit, or you can pay at our warehouse (Tullamarine, Vic) during pickup of the items purchased. You can also see the costs in a number of different currencies. You can view currency information here.

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How will I know my order has been sent?

If your order is received by u,s by 3.00pm AEST, it will normally be dispatched that day (Monday-Friday only). Orders received after 3.00pm will be dispatched the following business day. You will always be emailed with a consignment number when the order has been dispatched. Your email will also include the tracking web address. Order tracking is not available for deliveries out of Australia.

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Can I Track My Order?

You certainly can. We have a tracking system for all orders for delivery into Australia. You can check it out here. Unfortuantely we're not able to offer tracking on orders for delivery outside of Australia.

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How long will it take for my order to arrive?

We use Australia Post for all our deliveries. Estimated delivery times are as follows:

  • Melbourne and surrounds: 1 to 2 business days
  • Sydney, Canberra, Adelaide and Hobart: 3 to 5 business days
  • Perth, Darwin or regional centres: 5 to 7 business days

Please note, these delivery times provided by Australia Post. Once depatched, delivery times are outside our control. We do our best to ensure you get your order as soon as possible.

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What happens if nobody is home at the time of delivery?

All of our deliveries require a signature when being delivered. If you are not home to receive the parcel, a card will be left advising that it can be collected from the nearest post office.

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Do you provide Express Post service?

We are more than happy to provide Australia Post Express Post to most areas within Australia. You can find further information regarding the nework here. Our checkout will tell you the cost of Express Post during checkout for parcels up to 5kg. Please contact us for more information and a quote for items over 5kg.

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Can I Pick Up my order?

Yes, you can. Choose "Pickup From Warehouse" during checkout. Pickups are available from 10am to 4pm Monday to Friday at Unit 3/11 Trevi Crescent, Tullamarine Vic 3043. Please note our warehouse is not suitable for browsing.

Do your prices include GST?

Yes - All the prices on our web site include the Australian Goods & Services Tax (GST). For international deiveries we remove the GST from the prices during checkout.

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Do you post internationally?

Yes - we deliver to New Zealand, USA, Canada, England, Ireland, Singapore, Hong Kong, Japan. Please note some electrical items cannot be shipped. Our limit is 5kg per order. You can also order from overseas to for delivery into Australia.

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International Customs, Duties and Taxes

The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

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I live overseas, can I purchase gifts for delivery to my family or friends in Australia?

Yes - make your purchase and have the gifts delivered to Australian addresses.

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Do you offer a gift wrapping service?

Yes - please indicate your preferred gift wrap on the 'Shopping Cart" page. You can choose a free gift message and no gift wrapping, or choose one of the themed gift wrapping options (Birthday,Christmas or General), and then enter your gift message. For full instructions see here

Gift wrapping is not available for some large or bulky items.

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Can you include a gift card with a message?

Sure - please select a card and add it your basket; or we can provide a complimentary Toys Online gift tag. We have general and Christmas gift tags. During checkout please let us know the message you would like on the card.

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Can the billing and delivery address differ?

Yes - at checkout you have the option of including a separate billing address and delivery address.

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Can you send purchases to multiple delivery addresses in Australia.

Yes - however you will need to put the orders through as separate orders.

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If my purchase is a gift will the recipient know how much I spent on them?

No - we only enclose a packing slip which shows no amount, if there is no gift tag enclosed. The tax invoice is only available in your account with us.

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Do you offer a lay-by service?

We do not offer lay-by service.

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 I've changed my mind - what is your returns policy?

We have a no fuss returns policy. If you are not happy with your purchase for any reason you can return it to us within 30 days of the date of purchase for a full refund of the purchase price (no refund on postage). You are responsible for the postage costs of returning the item to us. Returned items must be recived in original, unopened condition and packaged such, that transit damage does not occur. If goods are received in unsellable condition, then your return may not be processed.

Please note: if your were sent your item as part of our free delivery service for orders over $149, and your return brings your total order to less than $149; then you will be refunded the item, less the $7.95 delivery charge for orders under $149. If you return a total order for refund, the actual cost of our postage to send this to you will be deducted from your refund.

Full details of our returns policy is here.

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My order was damaged during transit - what should I do?

Tell us! We chack our products before dispatch to make sure thay are not damaged. We also take great care to wrap them carefully. If however, damage occurs during the delivery process, please contact us for a replacement or refund.

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Do you supply wholesale or trade customers?

We are a retail only site and do not supply in wholesale quantities or for trade customers.

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Any other questions

If you have any other questions, please feel free to contact us here or telephone us on 1300 629 035 (+61 3 9041 9231) You can also see our Privacy Policy and our Terms and Conditions as well.

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